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Ethos is a life insurance technology company transforming how life insurance is bought, sold, and underwritten through a three-sided platform serving consumers, agents, and carriers. The company offers instant, accessible products with a seamless online process requiring no medical exams.
As a Customer Operations Associate, you will deliver exceptional support to insurance agents and customers who refer business to Ethos. This role sits at the intersection of customer success and operations, requiring strong attention to detail, problem-solving ability, and excellent communication across multiple channels.
Key responsibilities include:
- Ensuring accuracy in agent communications, particularly regarding policy status and compensation
- Mastering systems for consumer policy information and partner agent platforms
- Understanding and explaining complex agent payments and contract details
- Providing multi-channel support (email, live chat, SMS, phone) to agent inquiries
- Developing deep product and process knowledge to support agents and partnership account managers
- Processing customer/agent requests efficiently within defined service levels
- Building strong relationships with agents through transparent communication
- Identifying process improvement opportunities and collaborating with management on solutions
- Meeting individual and team support goals
You should have 1-3 years of experience in customer support, customer success, operations, or a related role. Life insurance experience is a plus but not required. Essential qualities include meticulous attention to detail (especially with compensation and contracts), strong intellectual curiosity, excellent time management and organizational skills, adaptability, and strong communication abilities across phone, written, and digital channels. A bachelor's degree is preferred, and familiarity with Salesforce or similar support software is a plus.
